• Go to MaaS360 > Settings > Email > Select account
  • Auto-sync must be enabled
  • Sync email must be enabled
  • Notifications must be set to On
  • Go to Sync Schedule
    • Sync frequency should be set to Automatic (Push)
    • Ensure user is not in off-peak period.
    • If Push is not working, 5 minutes can be attempted.

Problem: Notifications blocked by Android OS

In some cases the notifications are working but being blocked by a setting in the Android operating system. This is most common on Samsung devices.

This is easiest to check by adding a mail Widget on the home screen and confirming the mail is arriving in the inbox in real-time, but without notifications.

Samsung instructions:

• Go to Device Settings > Apps > MaaS360 Mail > Notifications
• Ensure "Allow Notifications" is selected, as well as On lock screen "Show content" is selected.

Google (Nexus 5, 6, Pixel, and other stock firmwares) instructions:

• Settings > Sound & Notification > App notifications > Scroll down and select "MaaS360 Mail" and ensure "Block All" is off, "Allow Peeking" on. "Treat as priority" can be enabled if the Do Not Disturb feature is used.
• Settings > Sound & Notification > When device is locked > Show all notification content

Problem: Power saving mode is on, battery optimizer is on, or background sync is disabled on Android 7+

Android 7 and higher implement new battery saving optimizations that are automatically enabled. These optimizations prevent applications from running in the background or connecting to the internet if a device is idle and not charging.

Furthermore, a new "data saver" feature has been added, disabled by default. This feature blocks all network communications for any app that is in the background.

These features must be disabled for Secure Mail to receive real-time mail notifications while it is in the background and the device is idle.

Samsung instructions:

• MaaS360 > Settings > Email > General > Optimize background synchronization > In dropdown select "All Apps" > MaaS360 Mail > Slide selector to the left (unselect) (if selector was already off, re-select it, back out of the screens, and repeat procedure, and deselect it again)
  • If "Optimize background synchronization" is not visible as an option it means it has already been set.
  • The checkbox may already appear de-selected on some firmware revisions due to Samsung UI bugs. As long as "Optimize background synchronization" still appears in the MaaS360 settings menu, the option has not been set properly, and the user should try to toggle the checkbox on/off a few times until it sticks.
  • Profile Owner enrollments: To reach the battery optimization screen manually, go to Device Settings > Work Profile > Apps > MaaS360 Mail > Mobile Data > Battery > Optimize battery usage
• Set the background data usage as follows:
  • Device Owner or Device Admin enrollments: Device Settings > Apps > MaaS360 Mail > Mobile Data > Enable "Allow background data usage" and "Allow unrestricted data usage"
  • Profile Owner enrollments: to Device Settings > Work Profile > Apps > MaaS360 Mail > Mobile Data > Enable "Allow background data usage" and "Allow unrestricted data usage"
• Device Settings > Connections > Data Usage > Data Saver > Turn Off
• Device Settings > Device Maintenance > Battery > Power Saving Mode > Turn Off

Android 6/7 Google (Nexus 5, 6, Pixel, and other stock firmwares) instructions:

• MaaS360 > Settings > Email > General > Optimize background synchronization > Tap "Not optimized" and select "All Apps" > Find "MaaS360 Mail" and select it and click "Don't optimize"
  • If "Optimize background synchronization" is not visible as an option it means it has already been set.
• Device Settings > Network & Internet > Data usage > Data saver > Turn off

Android 8 Google (Pixel, Pixel 2) instructions:

• MaaS360 > Settings > Email > General > Optimize background synchronization > Tap "Not optimized" and select "All Apps" > Find "MaaS360 Mail" and select it and click "Don't optimize"
  • If "Optimize background synchronization" is not visible as an option it means it has already been set.
• Device Settings > Network & Internet > Data usage > Data saver > Turn off

Android 9 Google (Pixel, Pixel 2, Pixel 3) instructions:

• MaaS360 > Settings > Email > General > Optimize background synchronization > Tap "Not optimized" and select "All Apps" > Find "MaaS360 Mail" and select it and click "Don't optimize"
  • If "Optimize background synchronization" is not visible as an option it means it has already been set.
• Device Settings > Battery > Battery Saver > Off
• Device Settings > Adaptive battery > Make sure "MaaS360 Mail" is not listed in the limited apps section.
• Device Settings > Network & Internet > Data usage > Data saver > Turn off

Other firmware and device types will have a different procedure.

Problem: Customer is running out of date version of Exchange 2010

Some older versions of Exchange 2010 have issues with automatic (push) synchronization to some mobile devices. The logs are filled with Ping Error #8.

The latest Exchange 2010 service pack rollup should be installed to resolve this issue.